Customer Experience Professionals Association Finland (CXPA) presents annual awards for the best customer service in Finland. This year, it awarded a recognition prize in the Voice of the Customer category to the Head of Service Development Marika Pauli for the development of the Satamaparkki advance booking service for parking for the Port of Helsinki. 

The Finnish Customer Experience Award was given to the health care staff of Finnish municipalities and cities for organizing and implementing coronavirus vaccinations as a socially significant and customer-oriented service.

The awards were presented at the Global Customer Experience Day 2021 on 5 October 2021.

Voice of the customer – Satamaparkki advance booking service for parking

Europe’s busiest passenger port has made the most of these exceptional times by being diligent in developing new services. In this way, Satamaparkki and the advance booking service for parking has taken the customer experience for drivers to a new level.

The Satamaparkki advance booking service for parking gives customers peace of mind and makes their journey smoother. Parking is often a stressful experience before boarding a ship, and the ability to book parking in a browser that also works on mobile devices provides a stress-free and smooth parking experience for customers. Booking a parking space is effortless, as it takes just a few clicks. 

There has been no similar service in the port in the past. The service was built on the basis of customer requests. The advance booking service has been well received by both customers and stakeholders. The utilisation rate of the booking service has steadily increased.

The booking service is one of the Port of Helsinki’s most significant launches in the digital service experience. It will also serve as a good basis for future digital development projects.

“We saw the coronavirus pandemic as an opportunity to solve customer journey issues and evolve as a team – motivated by the idea of delighting passengers as restrictions are lifted with revamped terminal and parking services. Working in an industry punished by the coronavirus pandemic, and layoffs, has been challenging and required excellent collaboration, partnership and trust between the different players. We are grateful to the shipping companies, Rednote, Futurice and AimoPark for their sparring and the great result.”

“Our customer experience strategy aims to improve the convenience of digital and physical services, so it is a pleasure and an honour to receive the Finnish Customer Experience Award in the Voice of the Customer category. This is a valuable recognition for our team! ” says the Head of Passenger Service Development at the Port of Helsinki Marika Pauli.

Global CX Day brings together customer experience professionals from more than 80 countries from around the world to explore creativity and the experience economy. Global CX Day 2021 took place for the 9th time. The theme of the virtual event was ‘CREATIVITY. How do you become your best self in the Experience Economy?’ 

CXPA bulletin (in Finnish)
More information on the award (in Finnish)
More detailed award criteria (in Finnish)